Customer Support Advocate (North America - Remote)

Responsibilities

• Empower hosts by delivering fast, empathetic support, guiding them through the product, and championing their needs.
• Investigate and troubleshoot complex technical issues (with engineering support and tooling).
• Onboard customers and answer questions via live chat, email, and Zoom calls.
• Create bug reports for engineering.
• Create video and written content (product tours, videos, documentation, FAQ) and keep it current.
• Act as "feature champion" to educate product & engineering teams on user needs.
• Collaborate on best practices and issue resolution.

Requirements

• 3+ years hands-on experience in technical support for B2B or B2C SaaS product.
• Cares about team and company impact.
• Keen eye for detail and eagerness for improvement.
• Excited to work with deeply technical product; comfortable adapting to frequent changes.
• Nice-to-have: Airbnb host or short-term rental business experience.

Compensation & Benefits

• Total budget: $76,958 - $95,700 (adjusted for cost of living/location).
• US gross salary: $70,974 - $88,259.
• Company equity (RSUs): up to $8,700.
• Performance Share Units (PSUs): up to $281,152 (tied to business targets).
• 35 days off per year (including self-serve public holidays) and parental leave.
• Complimentary mental health support.
• Peer recognition rewards.